Sleep Number — Hotel in Santa Rosa

Disappointing Product and Even Worse Customer Service

I bought a Sleep Number i8 split head mattress with FlexFit adjustable base about a month ago and it has been the worst experience I have had with a major purchase.

First, it seems that the product is made of cheap materials and is in fact an overpriced air mattress. Despite the efforts made to set the appropriate settings and allow some time for the body to get used to it, this bed does not offer the level of comfort that I had hoped to achieve, given the price of this product. However, there are some health concerns that I have come across with regards to the electromagnetic fields or EMFs that are released by the smart base, which I did not know about when I purchased it.

However, the customer service is even worse than the product. First of all, I went to the store to complain about certain issues and a staff member informed me that the manager Constance was not around and that I should come back at a later time. Finally, I was able to talk to the manager and she promised that she would try to take care of it and investigate the matter and take the necessary action; however, no one responded to my calls. Few days ago, I was informed that I had to report to the customer service which did not go well. I had to wait for 40 minutes while being treated like a child by the representative who handled my case and told me that the base was non-refundable. There was no empathy or apology. She ended the call with thanking me for being a valued customer. Seriously?

Also, the return policy of the adjustable base is not well stated in the store as required by the California law. This is written in small text at the back of a price list, thus it is difficult to notice it when buying. Under California civil code 1723 I should be able to get a refund. The mattress cannot be returned until 31 days after purchase where consumer protections end at 30 days. It is quite a genius scam they are running.

I wish I did not buy this product and would not advise anyone to do so at Sleep Number. The level of misinformation and the generally unhelpful customer service have made what should have been a way to improve the quality of sleep and thus improve my well-being into a complete and utter disaster.

Now I am stuck with the base and have to buy parts if I want it to work with another bed. DO NOT BUY A BED HERE, it is just an expensive...

5 stars for the bed. More expensive than it probably should be, but ultimately well worth it.

4 stars for the delivery. Guys were prompt, polite, and did a great job.

2 stars for takeaway. At no point during the process were we told that they would not take the frame of the old sleep number bed. The salesperson was able to find the original bed purchase and would have noticed that the frame was a different brand. The bed and frame were purchased together nearly 20 years ago, and salesperson for the new bed said hauling of the old bed was included. If the delivery had been just a few minutes later I would have been home alone and unable to clear the old frame thus making delivery impossible (team informed us they can't even help move the old frame). For a $10,000 purchase this is just silly. Surely that purchase price can include removal of a non sleep number frame. Knowing this in advance would not have altered our purchase decision, but it would have allowed us to plan accordingly. To be surprised by this on site, and not once informed ahead of time is a failure that reflects poorly...

Going to Sleep Number was a great experience. We were acknowledged right away and were paired up with a Sleep Number representative. Ours was Diana and she explained, with visual samples, the different style mattresses Sleep Number offers. After this we were allowed to lay down on the different beds and Diana made adjustments to the mattresses from very soft to very firm. This was an amazing experience and we were able to get the bed that fit both of us perfect! We could not have had a...